Cresta Launches Sentry-0.1 to Detect AI Agents Transacting on Behalf of Customers
Cresta's new model responds to the rise of agents that compare prices, request discounts and change bookings on customers' behalf, without the customer ever speaking to the company directly.
What's happening
According to Relación Cliente, Cresta has launched Sentry-0.1, a model that recognizes personal AI agents acting on customers' behalf. Cresta says the signals the model picks up are not conclusive on their own, and that recognizing an agent is no substitute for verifying the customer's identity.
Whose desk it lands on
The contact center leader. When a request comes in through an agent, which actions will you carry out directly, and for which will you ask the customer to confirm?
Our view
The CX Brief's interpretation, not a claim made by the source.
Once a customer's agent starts talking to the company, two separate jobs emerge: working out whether the other party is a human or an agent, and checking whether it is authorized to carry out the transaction. Cresta's model tackles the first; the second still requires identity verification.
